Rail Operations Service Controller – Hybrid, 4-on/4-off

Arriva Road Transport Services; East Midlands; Hybrid; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Free travel on Arriva rail services (6

Arriva Village discounts

Employee Assistance Programme

Job summary

Arriva Road Transport Services is seeking a Service Controller based in York or Derby with hybrid working. You will support rail replacement operations, coordinating taxis and coaches, managing incidents, and liaising with TOCs and suppliers in a 24/7 rostered environment.

The role requires strong IT, precise reporting, and a customer-focused approach. Weekend and night shifts are expected, with two shifts from home per 4‑shift block.

Qualifications

• Experience in a contact or support centre environment.
• Strong incident reporting and report writing skills.
• Ability to deal with complex information.
• Ability to work under pressure.
• Professional telephone manner with ability to negotiate best price.
• High level of attention to detail.
• Strong IT skills with Word/Excel/PowerPoint.
• Flexibility around a 4-on-4-off shift pattern.
• Willingness to work night shifts and weekends.
• Team player attitude.

Responsibilities

• Author and distribute incident reports to support compliance.
• Raise requisitions for purchase orders using Oracle.
• Source, procure and manage alternative road transport services (taxi/coach) and coordinate staff via text, Teams and phone.
• Liaise with External TOCs during joint operations.
• Ensure services are monitored and on time.
• Proactively manage day-to-day operational issues.
• Communicate regularly with TOC Controllers and suppliers.
• Manage stand-by vehicle provision.
• Complete day-to-day paperwork and data input into systems.
• Collaborate with other Arriva departments for smooth operations.

Skills

Contact center experience

Incident reporting

Complex information handling

Work under pressure

Telephone manner

Attention to detail

MS Office proficiency

Roster flexibility

Night/weekend shifts

Team player

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Arriva Road Transport Services is seeking a Service Controller based in York or Derby with hybrid working. You will support rail replacement operations, coordinating taxis and coaches, managing incidents, and liaising with TOCs and suppliers in a 24/7 rostered environment.

The role requires strong IT, precise reporting, and a customer-focused approach. Weekend and night shifts are expected, with two shifts from home per 4‑shift block.